Terms and Conditions – DTC Express

Welcome to DTC Express. These Terms and Conditions ("Terms") govern your use of our website www.dtcexpress.in and all transportation, freight, logistics, packers and movers, and warehousing services offered by us. By booking, using, or accessing any of our services — whether through our website, mobile application, phone, or in person — you agree to be fully bound by these Terms. Please read them carefully before proceeding.

1. Definitions

Unless the context otherwise requires, the following terms shall carry the meanings assigned below:

Term	Meaning
"DTC Express" / "We" / "Company"	DTC Express, operating through the website dtcexpress.in, providing logistics, transport, freight, and related services.
"Customer" / "Consignor" / "You"	Any individual, firm, company, HUF, partnership, or body corporate that books, avails, or is the intended beneficiary of any service offered by DTC Express.
"Consignee"	The person or entity to whom the consignment is to be delivered at the destination.
"Consignment"	The goods, articles, cargo, or materials entrusted to DTC Express for transportation or storage.
"Loading Point"	The designated physical location where goods are handed over by the Customer to DTC Express for dispatch.
"Godown / Warehouse"	DTC Express's storage facility where consignments may be held pending payment, clearance, or collection.
"Freight"	The charges payable by the Customer for transportation and related services as communicated at the time of booking.
"Restricted Items"	Goods that DTC Express does not accept for transportation as listed in Section 7.
"Services"	Transportation of goods by road, air, and rail; packers and movers; freight forwarding; part-load and full-load trucking; warehousing; and any ancillary services offered by DTC Express.
"Site"	The website www.dtcexpress.in and any associated mobile applications.
"Applicable Law"	All applicable Indian statutes, rules, regulations, guidelines, and judicial or administrative orders in force from time to time.

2. Services We Offer

DTC Express currently provides the following services:

Transportation of Goods by Road (point-to-point, part-load, and full-truck-load)
Packers and Movers (household, office, and commercial relocation)
Freight Forwarding and Last-Mile Delivery
Warehouse and Godown Storage Services
Car and Two-Wheeler Transportation
E-Commerce Logistics and Reverse Logistics
Inter-City and Pan-India Cargo Services

DTC Express reserves the right to modify, discontinue, or introduce new services at any time without prior notice.

3. Booking & Order Confirmation

A booking is confirmed only upon written confirmation (via SMS, WhatsApp, email, or the Site) and payment of the applicable booking amount or full freight, as required.
The Customer must provide accurate details at the time of booking — including the nature of goods, quantity, weight, volume, declared value, pickup address, and delivery address.
The Customer is required to provide a photocopy of a valid Government-issued ID for security and verification purposes at the time of booking. Failure to provide valid ID may result in refusal of service. No refund of booking amount shall be applicable in such cases.
For vehicle transportation (car/bike): the Customer must provide photocopies of all vehicle documents — Registration Certificate (RC), Insurance, and Pollution Under Control (PUC) certificate — before handover.
For vehicle transportation: the vehicle must have a minimum of 60% fuel at the time of handover to DTC Express. If the fuel level is below 60% or vehicle documents are incomplete, DTC Express reserves the right to refuse the vehicle without any refund of booking amount.
All consignments are accepted on a "said-to-contain" basis. DTC Express has the right, but not the obligation, to inspect the contents of any consignment.
DTC Express reserves the right to refuse any booking without assigning reasons.
Any time of pickup or delivery communicated is an estimate only and is not a guaranteed commitment. DTC Express shall not be liable for losses arising from delays.
The Company will dispatch goods at the earliest opportunity, either in one full lot or in part lots, at its own operational convenience. No claims for delay or loss shall be entertained arising from goods being dispatched in part lots.
Once a Goods Forwarding Note (GFN) is received from the Customer, DTC Express shall issue a Goods Receipt / Consignment Note before commencement of transportation.
After packing is complete, the Customer must inspect all labour and the vehicle thoroughly before departure. DTC Express shall not be responsible for any loss or theft of goods reported after this point.

4. Payment Terms

In Simple Terms: For standard bookings — 10% advance at booking, 70% at dispatch, 20% before delivery. For part-load bookings — full payment in advance.

Standard Payment Schedule: 10% of total charges is payable in advance at the time of booking; 70% is payable at the time of dispatch; and the remaining 20% must be paid in full before goods are unloaded or handed over at the destination. DTC Express reserves the right to withhold delivery until the final 20% is received.
Part Load Bookings: Full payment must be made in advance before goods are dispatched. No credit is extended for part-load consignments.
All payments must be made in favour of DTC Express Packers & Movers only through authorised modes: Cash, UPI, NEFT/RTGS, Demand Draft, or other methods as notified on the Site. DTC Express shall not be responsible for any payments made to unauthorised persons, agents, or fraudulent parties impersonating DTC Express. Only payments received in DTC Express's official accounts shall be considered valid.
The freight amount indicated at the time of booking is indicative. Final charges may vary based on actual weight, volume, distance, waiting time, toll charges, and any ancillary services availed.
Union Charges, Tax, and other government duties are payable by the Customer at the Loading/Unloading Point. Octroi and Green Tax will be charged at actual rates as applicable.
In case of non-payment or deficit payment, DTC Express reserves the right to: withhold and retain the consignment in its godown/warehouse; levy storage charges as described in Section 5; pursue legal recovery of outstanding dues; and/or exercise a lien over the goods until all amounts are recovered.
DTC Express shall have a lien over all goods in its possession for any outstanding dues payable by the Customer.
Any discrepancy in the invoice must be raised within 7 days of completion of the transaction.

5. Godown / Warehouse Storage Charges

PAYMENT AS PER SCHEDULE IS MANDATORY: If a Customer fails to make payment as per the agreed schedule (Section 4), the consignment will be held at DTC Express's godown/warehouse. Storage charges will apply immediately from the day following the missed payment date until full dues are cleared.

In Simple Terms: If you don't pay as agreed, your goods will be held in our warehouse. Charges depend on how many days and the size of your consignment — with a minimum of Rs. 2,000 per day.

Warehouse storage charges depend on the size/volume of the goods and the number of days stored. The minimum charge is Rs. 2,000 (Rupees Two Thousand) per day for small consignments; larger consignments attract higher rates as communicated at the time of storage.
Storage charges shall begin accruing from the day following the scheduled payment date on which payment was not received.
Storage charges are in addition to all freight, handling, and other applicable charges — they do not substitute or offset any other outstanding dues.
DTC Express shall notify the Customer via SMS, WhatsApp, or email of the consignment being held in storage and the daily accrual of charges.
If the consignment remains unclaimed or unpaid for more than 15 (fifteen) days from the date of notice, DTC Express reserves the right to dispose of, auction, or sell the consignment to recover all outstanding dues — including freight, storage charges, auction/handling costs, and legal fees. Any surplus remaining after full recovery of all dues shall be remitted to the Customer's last known address or bank account within 30 days of sale.
Demurrage and incidental charges may also apply for extended vehicle detention or dock occupation.
DTC Express shall be entitled to recover all costs of recovery, including reasonable legal fees.

6. Packaging Responsibilities

The Customer is solely responsible for adequate packaging of all consignments. DTC Express recommends and requires:

Goods must be completely covered and sealed with appropriate packing tape.
Fragile items must be wrapped in bubble wrap with all corners and edges well protected.
Boxes must be filled with cushioning material to prevent shifting during transit.
Stretch wrap must be used for items that may shift during transit.
String must not be used in place of tape.
Heavy items must be packed in double-walled corrugated boxes with reinforced bottoms.
Electronic and electrical items must be packed in their original manufacturer packaging wherever possible.
If goods are packed by the Customer, they must be packed in road-worthy condition suitable for transportation. DTC Express shall not be liable for damage resulting from inadequate packing done by the Customer.
Electrical and plumbing de-installation and re-installation work at origin or destination is the sole responsibility of the Customer. DTC Express does not undertake any such work.
All packing materials supplied by DTC Express — including cartons, cartoon boxes, and other packing materials — remain the property of DTC Express and must be returned after unloading at the destination. If not returned, recovery charges as determined by DTC Express at its sole discretion will be applied and recovered from any pending payment or security deposit.

DTC Express shall not be liable for any damage to goods arising from poor, inadequate, or improper packaging by the Customer.

7. Restricted Items

The following items are strictly prohibited from being transported or stored through DTC Express:

#	Restricted Item Category
1	Explosives and Detonators
2	Firearms, Ammunition, and Weapons
3	Narcotics, Drugs, and Contraband
4	Hazardous, Flammable, or Radioactive Materials
5	Dangerous Goods (as per ADR / IATA / applicable law)
6	Live Animals, Pets, and Livestock
7	Human Remains or Body Parts
8	Perishable Goods (unless specifically agreed in writing)
9	Currency, Coins, and Bearer Instruments
10	Precious Jewellery, Gemstones, and Bullion
11	Pornographic or Obscene Material
12	Alcohol, Tobacco, and Cigarettes (without valid permit)
13	Dry Ice and Cryogenic Materials
14	Lottery Tickets and Gambling Devices
15	Passport, Aadhaar, and Original Identity Documents
16	Negotiable Securities and Share Certificates
17	Illegally Obtained or Counterfeit Goods
18	Beverages (liquids in breakable or unsealed containers)
19	Gas Cylinders (LPG, CNG, or any pressurised gas containers)
20	Acid Batteries (unless sealed and approved for transport)
21	Glass Items and Mirrors — accepted only upon prior written agreement and transported entirely at the Customer's own risk. DTC Express accepts zero liability for breakage, cracks, scratches, or any damage to glass items or mirrors regardless of cause or packaging quality.
22	Goods prohibited under any applicable Indian or international law

DTC Express maintains a zero-tolerance policy against misuse of its services and reserves the right to report any such instance to law enforcement authorities.

8. E-Way Bill Obligations

In Simple Terms: You — not DTC Express — are legally responsible for generating a valid E-way Bill before your goods move.

The Consignor is solely and absolutely responsible for generating a valid E-way Bill (Part A and Part B) for all consignments where required under the CGST Act, 2017.
All details in the E-way Bill must accurately match the tax invoice or bill of supply.
A copy of the E-way Bill must be affixed to the consignment before handover to DTC Express's driver.
In case of vehicle breakdown or delay affecting E-way Bill validity, the Consignor must extend or generate a fresh E-way Bill promptly. The driver shall not resume transit until the updated E-way Bill is received; any resulting delay is solely attributable to the Consignor. Vehicle detention and waiting charges during such delays are fully payable by the Consignor at actuals.
DTC Express shall not be liable for any penalty, fine, detention, or seizure arising from the Consignor's non-compliance.
The Consignor shall indemnify DTC Express against all losses, penalties, and legal costs arising from E-way Bill non-compliance.

9. Liability & Limitation of Claims

If goods are insured: DTC Express's liability for loss or damage directly and exclusively attributable to proven negligence on DTC Express's part shall not exceed the freight amount actually paid for that specific consignment.
If goods are NOT insured: DTC Express accepts zero liability for any loss, damage, theft, or destruction of goods. The Customer transports uninsured goods entirely at their own risk. (See also Section 10.)
DTC Express shall not be liable for: loss of income, profits, or goodwill; consequential or indirect losses; damage from poor packaging; damage from the inherent nature of goods; force majeure events; or mis-declaration by the Customer.
Reverse Liability: Where goods are mis-declared, the Customer shall be fully liable for all resulting damages including third-party damages, cleanup costs, penalties, and legal expenses incurred by DTC Express.
Void Liability: In the event of mis-declaration or concealment of restricted items, DTC Express bears no liability whatsoever for any compensation, logistics costs, or statutory obligations. The Customer shall additionally bear all costs of decontamination, remediation, or legal action arising therefrom.
In no event shall DTC Express's total liability under any claim exceed the freight amount actually paid for that specific consignment.
Directors, officers, and employees of DTC Express shall not be personally liable for any service failures.

10. Insurance & Risk Coverage

In Simple Terms: DTC Express does not take responsibility for loss or damage if your goods are not insured. We strongly recommend transit insurance for all shipments.

DTC Express does not provide insurance as part of its standard transportation services.
The Company does not take any responsibility for loss or damage to goods that are not insured. If goods are transported without insurance, the Customer bears all risk entirely.
For goods valued above Rs. 5,000, DTC Express strongly recommends obtaining transit insurance from a licensed insurer at the Customer's own cost before dispatch.
DTC Express may, at its sole discretion, offer optional risk coverage (FOV) at additional cost, communicated at the time of booking.

11. Damage & Loss Claims

Situation	Action Required	Deadline
Visible damage at delivery	Note on POD, photograph damage, email support@dtcexpress.in	Within 24 hours of delivery
Missing items	Obtain Non-Delivery Certificate (NDC) from driver/branch	Within 24 hours of delivery
Car / Bike damage	Photograph all exterior damage, inform DTC Express and insurer	Within 12 hours of delivery
Concealed / internal damage	Written notice with photographs, original packing intact	Within 48 hours of delivery

All claims must be submitted in writing to support@dtcexpress.in within the timelines above. Late claims shall not be entertained.
It is the Customer's sole responsibility to inspect all goods thoroughly before signing the Proof of Delivery (POD). An unconditional POD signature — whether or not inspection was performed — conclusively deems the consignment delivered in full and in good condition. No subsequent claims shall be accepted under any circumstances.
If requested information or documents are not provided within 2 working days of DTC Express's request, the claim shall be automatically closed with no further right of recourse by the Customer.
No compensation for: mental agony; self-repaired goods without prior consent; items not in original booking inventory; or pre-existing damage not declared at booking.

12. Cancellation & Refund Policy

Cancellation Timing	Charges Applicable
Before vehicle/resource allocation	No cancellation charge; full booking amount refunded
After vehicle allocation but before loading	Cancellation fee up to 25% of freight; balance refunded
After loading has commenced	Full freight charges apply; no refund on freight
After dispatch / goods in transit	Full freight + applicable return freight charges

Eligible refunds, subject to successful internal verification and approval by DTC Express, shall endeavour to be processed within 7–10 working days from the date of claim acceptance. DTC Express does not guarantee this timeline and shall not be liable for any delay in refund processing. Gateway and transaction fees are strictly non-refundable. If the Consignee refuses delivery, the Customer remains liable for all freight, return freight, storage charges, and any other costs incurred.

13. GST, Duties & Invoicing

DTC Express is a Goods Transport Agency (GTA) under the CGST Act, 2017 and operates under the Reverse Charge Mechanism (RCM).
Customers liable to pay GST at 5% under RCM include: factories, registered societies, co-operatives, GST-registered persons, body corporates, partnership firms, and casual taxable persons.
Customers must provide their valid GSTIN at the time of booking. Mis-declaration or non-declaration of GSTIN makes the Customer solely liable for resulting tax, interest, or penalties imposed on DTC Express.
DTC Express shall issue an Invoice-cum-Consignment Note or Bill of Supply-cum-Consignment Note upon service completion.
All taxes, duties, tolls, and statutory charges are payable by the Customer in addition to freight, unless expressly included in the quoted rate.

14. Data Protection & Privacy

DTC Express collects and processes personal data in accordance with the Information Technology Act, 2000, IT (Reasonable Security Practices) Rules, 2011, and the Digital Personal Data Protection Act, 2023.
Data is used solely for service delivery, invoicing, compliance, and customer communications. DTC Express shall not sell, rent, or trade Customer data to third parties for commercial purposes.
By using our services, you consent to DTC Express contacting you via SMS, WhatsApp, email, and phone for service updates, invoices, and feedback.
For data queries or deletion requests: privacy@dtcexpress.in

15. Intellectual Property

All content on dtcexpress.in — including the brand name, logo, design, text, graphics, software, and databases — is the exclusive intellectual property of DTC Express. No content may be copied, reproduced, or used commercially without prior written consent. Users may not reverse-engineer or create derivative works based on the Site.

16. Force Majeure

DTC Express shall not be liable for failure or delay in services due to causes beyond its reasonable control, including but not limited to: Acts of God (floods, earthquakes, storms, cyclones); war, terrorism, or civil unrest; epidemics or pandemics; government orders, curfews, lockdowns, or restrictions; strikes or lockouts; road closures or vehicle accidents; fire or explosion at storage/transit facilities; or seizure by law enforcement authorities. Warehouse storage charges shall continue to accrue during any force majeure period. No claims for delay compensation, consequential losses, or service failure shall be entertained during or arising from a force majeure event. DTC Express shall notify the Customer as soon as reasonably practicable and endeavour to resume services at the earliest opportunity.

17. Suspension & Termination of Services

DTC Express may refuse, suspend, or terminate services to any Customer at any time without prior notice in cases of: breach of these Terms; non-payment of dues; provision of false or misleading information; attempted fraud or misuse of services; or repeated violations relating to Restricted Items or E-way Bill obligations. Suspension or termination does not relieve the Customer of any outstanding payment obligations to DTC Express.

18. Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000, DTC Express has appointed a Grievance Officer:

Name: Rajesh Kumar
Designation: Customer Relations Manager
Company: DTC Express
Address: G/F, Pole No-J-085, Near IICC Metro Station, Sector-25, Dwarka, Delhi – 110077, India
Email: info@dtcexpress.in
Phone: +91-93111-93119
Working Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST

All grievances shall be acknowledged within 48 hours of receipt. DTC Express shall endeavour to resolve complaints within 30 days; however, complex cases involving third-party dependencies, legal proceedings, or investigation may take longer. DTC Express shall not be held liable for any delay in grievance resolution beyond 30 days in such cases.

19. Governing Law & Dispute Resolution

These Terms shall be governed by the laws of India. Any dispute shall first be attempted to be resolved amicably within 30 (thirty) days of arising. Unresolved disputes may be referred to mediation before a mutually agreed mediating body. Failing mediation, disputes shall be subject to the exclusive jurisdiction of the courts at New Delhi, India. DTC Express reserves the right to seek urgent interim relief or enforce payment obligations before any competent court.

20. Amendments to These Terms

DTC Express may modify these Terms at any time at its sole discretion. The updated Terms will be published on this page with a revised "Last Updated" date. Continued use of DTC Express's services after any such amendment constitutes your acceptance of the revised Terms.

21. Frequently Asked Questions

Q1. What happens if I do not pay at the loading point?

Your consignment will be held in DTC Express's godown/warehouse. A minimum storage charge of Rs. 2,000 per day will be levied until full payment is received and your goods are released. This is in addition to all freight and other charges due.

Q2. How do I file a damage or loss claim?

Email support@dtcexpress.in within 24 hours of delivery (12 hours for vehicles). Include clear photographs, booking details, and a description of the damage. Late claims will not be entertained.

Q3. What items are not allowed for transportation?

Explosives, firearms, narcotics, hazardous/radioactive materials, live animals, currency, precious jewellery, perishable goods (unless agreed), pornographic material, and goods prohibited under Indian law. See Section 7 for the full list.

Q4. Who is responsible for the E-way Bill?

The Consignor (you) is solely responsible. DTC Express bears no liability for any penalty or seizure arising from non-compliance.

Q5. How long does a refund take?

Refunds are processed subject to internal verification and approval by DTC Express. We endeavour to process within 7–10 working days from claim acceptance, but this timeline is not guaranteed. Gateway and transaction fees are non-refundable.

Q6. Can I cancel my booking after goods are loaded?

Once loading has commenced, full freight is applicable with no refund. Cancellation before vehicle allocation attracts no charges. See Section 12.

Q7. Do I need separate insurance for my goods?

Yes, strongly recommended. DTC Express does not provide insurance. If your goods are not insured, DTC Express accepts zero liability for any loss or damage. If your goods are insured, our liability is limited to the freight amount actually paid for that consignment. For goods above Rs. 5,000, always obtain transit insurance before dispatch.

Q8. Am I liable to pay GST under Reverse Charge?

If you are a registered business, factory, body corporate, or partnership firm, yes — you must pay GST at 5% under RCM on DTC Express invoices. Provide your GSTIN at the time of booking.